June 24 - 28, 2019
The Mirage, Las Vegas

Day Four - Main Conference And Expo: Thursday, June 27, 2019

7:00 am - 8:00 am Check-In

img

Becky Ploeger

VP, Sales & Service Strategy
USAA

img

John Pompei

Head of Player Experience Operations
Electronic Arts

img

Dan Rood

VP, Product Marketing
Genesys

8:10 am - 8:40 am TRANSFORMATION KEYNOTE From Party Crasher to Honored Guest: Becoming the Customer-Centric Champion Your Organization Needs

Lance Gruner - Executive Vice President, Global Customer Care, MasterCard
When Lance Gruner was recruited to focus B2B support processes at MasterCard, he felt like a party crasher.  Product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table. 5 years on, Lance now leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance went from party crasher to honored guest during this opening keynote:

  • Take a process-oriented approach to build the foundation for end-to-end CX 
  • Become the culture catalyst for customer centricity
  • How focusing vendor relationships contributes to holistic experience
img

Lance Gruner

Executive Vice President, Global Customer Care
MasterCard

8:40 am - 9:20 am PANEL DISCUSSION: To Transform Your Business You Must Urgently Transform Customer Service

We are in an unprecedented time in history where the strategy to move the needle on CX is accelerating at a groundbreaking rate. In a customer's everyday life they use apps and platforms that provide great experiences, whether it is Siri in smartphones, recommendation engines on Amazon or facial recognition on apps like Facebook. This “consumerization” of strategic advances has created new customer expectations. And this is where the sense of urgency is coming from — your business must meet and exceed, or risk losing your customers to competitors who are innovating customer service to mimic the consumer experience. In this dynamic panel, hear how AI can be the catalyst for customer service transformation, deliver on metrics that matter and lead to better business for your company.


9:20 am - 10:40 am NETWORKING BREAK IN THE EXPO HALL

Meet the Customer
Hear directly from the clients of our vendors at their booths. Participate in Meet the Customer, gamify vendor sourcing, and win prizes along the way.

CCW Digital Podcast Studio Interviews
Visit the CCW Digital booth to tune in to live interviews of leading CCW attendees and influencers.  The latest interview schedule will be posted near the podcast stage.

Brilliance Clinics
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!

10:40 am - 10:45 am Transition Time (5 minutes)

TIME BLOCK C
TRACKS OR INTERACTIVE DISCUSSION GROUPS
Attendees are provided their choice of 7 different tracks of content or participation in Interactive Discussion Groups. Attendees have the opportunity to participate in one time block of IDGs at CCW Vegas. IDGs are capped at 20 participants to maintain discussion intimacy and for optimal acoustics. Preselection of IDGs at registration is required to guarantee admittance. To learn more about IDGs, visit our IDG landing page.

Tracks (C)

People Stage: For Culture, Workforce and Human Resource Leaders

10:45 am - 10:50 am Track Host Opening Remarks


People Stage: For Culture, Workforce and Human Resource Leaders

10:50 am - 11:20 am Understanding Your Team: Play to Strengths with an Empathy-First Approach
  • Tools for assessing strengths
  • Unexpected wins from strength finding exercises
  • The CICARE practice mode

Process Stage: For Contact Center Operational Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Process Stage: For Contact Center Operational Leaders

10:50 am - 11:20 am Unskippable: How To Purposely Attract Lifetime Customers
Jim Kukral - Author, Unskippable, CCW Influencer
  • How today’s "belief driven buyers" want you to care and lead a movement for change
  • A new approach for marketing and branding efforts
  • Understand current future buyers to purposely attract lifetime customers

Unskippable book signing at 12:30pm.
img

Jim Kukral

Author, Unskippable
CCW Influencer

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

10:45 am - 10:50 am Track Host Opening Remarks

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

10:50 am - 11:20 am Customer Relationship Management, from Plan to Execution
  • Design a CRM plan from a customer-centric viewpoint
  • The importance of inter-system compatibility
  • Leverage agile methodology throughout implementation

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

10:45 am - 10:50 am Track Host Opening Remarks

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

10:50 am - 11:20 am The Fundamentals of Contact Center Workforce Management & Optimization

CCW Innovation Lab: For Contact Center Strategy Leaders

10:45 am - 10:50 am Track Host Opening Remarks


CCW Innovation Lab: For Contact Center Strategy Leaders

10:50 am - 11:20 am Dusting off the Data: Curate Personalized Experiences with Existing Customer Information
Hosted by: 
Google

CCW EXECUTIVE CLUB: For Contact Center Executives (director-level and above)

10:45 am - 10:50 am Track Host Opening Remarks

CCW EXECUTIVE CLUB: For Contact Center Executives (director-level and above)

10:50 am - 11:20 am How to Manage BPO’s and Complex Vendor Operations Globally and Locally
Lisa Stoner - Global Head of Support Operations, Uber
  • How to create a strategic BPO partnership for relationship building
  • Provide the appropriate training and knowledge base with your BPO’s and Vendor Operations teams
  • Coping with explosive growth and how to scale locally and globally
img

Lisa Stoner

Global Head of Support Operations
Uber

CCW UNIVERSITY: For Training, Learning and Development Leaders

10:45 am - 10:50 am Track Host Opening Remarks

CCW UNIVERSITY: For Training, Learning and Development Leaders

10:50 am - 11:20 am RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance
Jared Benesh - Executive Director of Contact Center Technology / Product Strategy, Quicken Loans
  • How to stop playing “Whack-A-Metric” with agents and drive successful behaviors
  • Establish the cultural buy-in to leverage coaching as a tool for success
  • Evolve beyond “carrot and stick” to behavior-focused motivations
img

Jared Benesh

Executive Director of Contact Center Technology / Product Strategy
Quicken Loans

11:20 am - 11:25 am Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

11:25 am - 11:55 am Pushing the Envelope in a Changing Workforce
Calvin St. Juste - Chief Operating Officer, Morgan Stanley
  • How to build a workforce culture with the next generation of customers
  • Steps for executive buy-in to champion illuminating inclusiveness and diversity to demonstrate the why behind this drive
  • Measuring your employees experience with transparent and direct conversations
img

Calvin St. Juste

Chief Operating Officer
Morgan Stanley

Process Stage: For Contact Center Operational Leaders

11:25 am - 11:55 am Leverage a New Authentication Approach to Transform Contact Center Performance


Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

11:25 am - 11:55 am Agent-Facing Systems: Getting to Single Sign On and Simplified Systems

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

11:25 am - 11:55 am From the Ground Up: Build the Business Case for CX
Kim Rosenlund - Vice President of Marketing and Customer Experience, United Dental Partners
  • Convincing senior leadership the importance of the contact center
  • How to leverage the right data to tell the story
  • Prioritize people, process and technology as you build your CX vision
img

Kim Rosenlund

Vice President of Marketing and Customer Experience
United Dental Partners

CCW Innovation Lab: For Contact Center Strategy Leaders

11:25 am - 11:55 am Get Customers to Answer the Phone Again
  • Customers know who is calling and why the call is happening
  • Brands heighten loyalty and establish a trusted consumer experience
  • Consumer engagement and answer rates improve the business


CCW EXECUTIVE CLUB: For Contact Center Executives (director-level and above)

11:25 am - 11:55 am Four Key Transformations to Become the Future Contact Center
Richard Charette - AVP, Digital Experience Design (DXD) - WF Virtual Channels, Wells Fargo
  • Methodologies in your toolbox: lean, agile, design thinking
  • Develop a future-oriented vision
  • Take a digital first approach to all customer interactions
img

Richard Charette

AVP, Digital Experience Design (DXD) - WF Virtual Channels
Wells Fargo

CCW UNIVERSITY: For Training, Learning and Development Leaders

11:25 am - 11:55 am From the Ground Up: Key Competencies from a Career Standing Up Contact Center Operation
Anthony Weinberg - VP of Call Center Operations, Dream Center Education Holdings
  • Address best practices for setting up new contact center operations
  • How to achieve both quantity and quality metrics in contact center operations
  • Create scalable models to support future growth
img

Anthony Weinberg

VP of Call Center Operations
Dream Center Education Holdings

11:55 am - 12:00 pm Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

12:00 pm - 12:30 pm Thanks for Coming In Today: Creating a Culture Where Employees Thrive and Customer Service Is Alive
Charles Ryan Minton - Author, Thanks for Coming in Today, CCW Influencer
  • Unforgettable experiences generate customer loyalty and competitive advantage
  • Customer experience starts with employee experience
  • Key themes to cultivate a corporate culture that is customer- and employee-centric

Thanks for Coming in Today book signing at 12:30pm.
img

Charles Ryan Minton

Author, Thanks for Coming in Today
CCW Influencer

Process Stage: For Contact Center Operational Leaders

12:00 pm - 12:30 pm CX Through the Lens of Process Excellence
Sundar Chari - Director Customer Experience, Hertz
  • Process innovation as a core CX competency
  • How the contact center can influence product improvement
  • How change management should complement process transformation
img

Sundar Chari

Director Customer Experience
Hertz

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

12:00 pm - 12:30 pm Details in the Dashboard: How to Leverage Aggregated Data for Continuous Improvement

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

12:00 pm - 12:30 pm Effort, Emotion, Effectiveness: The Keys to Customer Loyalty
Deborah Alvord - Director of Customer Experience Worldwide Services, Lenovo
  • How to measure the three E’s of loyalty
  • Develop a model for capturing customer emotion
  • Defining measurable metrics that feed loyalty
img

Deborah Alvord

Director of Customer Experience Worldwide Services
Lenovo

CCW Innovation Lab: For Contact Center Strategy Leaders

12:00 pm - 12:30 pm Action Customer Journey Mapping Outcomes to Contact Center Processes


CCW EXECUTIVE CLUB: For Contact Center Executives (director-level and above)

12:00 pm - 12:30 pm CX Design: Create Trustworthy Experiences for Your Complex Customers
Reality Canty - Experience Researcher, Airbnb
  • Tactics to scale growth and innovation to create a pattern for trust
  • Step by step problem solving process using comparative analysis and framework to identify pain points
  • How experience research helps you better understand your customers journey 
img

Reality Canty

Experience Researcher
Airbnb

CCW UNIVERSITY: For Training, Learning and Development Leaders

12:00 pm - 12:30 pm Develop the Next Generation: A New Approach to Leadership Development

12:30 pm - 1:20 pm NETWORKING LUNCH IN THE EXPO HALL

Meet, Greet and Book Signings
Jim Kukral: Unskippable
Charles Ryan Minton: Thanks for Coming in Today

1:20 pm - 1:25 pm Transition Time (5 minutes)

TIME BLOCK D
TRACKS OR INTERACTIVE DISCUSSION GROUPS
Attendees are provided their choice of 6 different tracks of content or participation in Interactive Discussion Groups. Attendees have the opportunity to participate in one time block of IDGs at CCW Vegas. IDGs are capped at 20 participants to maintain discussion intimacy and for optimal acoustics.  Preselection of IDGs at registration is required to guarantee admittance. To learn more about IDGs, visit our IDG landing page.

Tracks (D)

People Stage: For Culture, Workforce and Human Resource Leaders

1:25 pm - 1:30 pm Track Host Opening Remarks


People Stage: For Culture, Workforce and Human Resource Leaders

1:30 pm - 2:00 pm A Human-Centered Approach to Employee Engagement
Diane Magers - CEO, CXPA
Bob Azman - Board Member, CXPA
  • Overview of the design thinking mindset
  • How tools like empathy and journey mapping are low hanging engage fruit
  • Engage employees to engage customers
img

Diane Magers

CEO
CXPA

img

Bob Azman

Board Member
CXPA

Process Stage: For Contact Center Operational Leaders

1:25 pm - 1:30 pm Track Host Opening Remarks


Process Stage: For Contact Center Operational Leaders

1:30 pm - 2:00 pm Cleaning Up the Mess for an Effortless Experience
  • Reducing call volume by building an innovative and dynamic site for agents
  • Changing the status quo to set agents and patients up for success from the beginning
  • Bridging silos to remove barriers to ensure teams are working together to create a seamless experience

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

1:25 pm - 1:30 pm Track Host Opening Remarks

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

1:30 pm - 2:00 pm Best Practices in Authoring Technical Content to Support the Agent and Customer Experience
Jonathan Pritchard - Product Writer, Trainer, 365 Cannabis
  • Nuances of user-centric technical writing
  • How knowledge products are best integrated into existing technology both internally and externally
  • Differences in agent-facing or customer-facing content
img

Jonathan Pritchard

Product Writer, Trainer
365 Cannabis

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

1:25 pm - 1:30 pm Track Host Opening Remarks

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

1:30 pm - 2:00 pm Employ Systems Thinking to Optimize Service Delivery
Jamie Lancaster - VP, Contact Centers and G&A Expense Optimization, Kroger
  • Why the contact center has never been more important
  • Fundamentals of a systems approach
  • Case study in addressing attrition factors first
img

Jamie Lancaster

VP, Contact Centers and G&A Expense Optimization
Kroger

2:00 pm - 2:05 pm Transition Time (5 minutes)

2:05 pm - 2:35 pm People Tooling and Execution: Are Your Teams Structured for Optimal Performance?

Kristen Swanson, Ed.D - Head of Operations, Google Image Search, Google
  • Assess individual experiences and skill sets against the businesses’ strategic vision
  • Understanding the importance of a shared team mission and vision
  • Build a strong culture around career pathways and competency development
img

Kristen Swanson, Ed.D

Head of Operations, Google Image Search
Google

2:05 pm - 2:35 pm A New Metric Mindset: Why Metrics Must Align with the Desired Experience

Nina Gines - Director, Member Services, CerpassRx
  • Identify actions that drive the experience
  • Benefits of redesigning actions, from cost savings to CSAT
  • How realigned metrics will lead to reduced attrition
img

Nina Gines

Director, Member Services
CerpassRx

2:05 pm - 2:35 pm How to Build a Technology Roadmap for the Future Contact Center

  • Creating a roadmap that aligns with your organizational mission and vision to span multiple touchpoints and technologies
  • Building cross-functional teams and implementation of new strategies designed to position the organization for growth, scalability, and increased efficiencies

2:05 pm - 2:35 pm A3 Problem-Solving and Continuous-Improvement for the Contact Center

Joshua Tye - Director, Customer Experience, Compass Group
  • Applying lean application and lean thinking methods for reduced call times and re-education
  • Leveraging agent empowerment for agent motivation
img

Joshua Tye

Director, Customer Experience
Compass Group

2:35 pm - 2:40 pm Transition Time (5 minutes)

2:40 pm - 3:10 pm Hiring and Retaining the Millennial Generation

Leigh Roach - Customer Service Manager, Johnston & Murphy
  • Creating an environment conducive to employee engagement to meet personal paradigms
  • How to hit the right levers when onboarding new hires in an effective and meaningful way
img

Leigh Roach

Customer Service Manager
Johnston & Murphy

2:40 pm - 3:10 pm Process Improvement Tools for the Contact Center and Beyond

Patrick Ebrahimian - Director of Business Improvement and Quality, Wyndham Desitnations
  • Tools at your disposal: lean process development, Kaizen, etc.
  • How to work collaboratively across departments for process optimization
  • Identify the low hanging fruit to gain momentum
img

Patrick Ebrahimian

Director of Business Improvement and Quality
Wyndham Desitnations

2:40 pm - 3:10 pm A Winning IVR: Best Practices in Call Routing that Tangibly Improve Engagement

2:40 pm - 3:10 pm How to Get Started with Social CX

Russel Lolacher - Web and Social Media Services Expert, CCW Influencer
  • View social media as a customer engagement tool
  • How social fits in to your broader CX strategy
  • Social interactions in complex or regulated industries
img

Russel Lolacher

Web and Social Media Services Expert
CCW Influencer

3:10 pm - 3:15 pm Transition Time (5 minutes)

3:15 pm - 3:30 pm FINAL NETWORKING BREAK IN THE EXPO HALL

3:30 pm - 4:00 pm CUSTOMER CONTACT WEEK PRIZE DRAWING

From a car to cash prizes and everything in between, the CCW expo hall prize drawing is the icing on top of an action-packed week!  You must be present to win.

4:00 pm - 4:30 pm CLOSING KEYNOTE

STAY TUNED FOR A MAGICAL ANNOUNCEMENT

4:30 pm - 4:30 pm Main Conference Concludes